Robert Half
Senior User Experience Consultant (Los Angeles)
Robert Half, Los Angeles, California, United States
Key Requirements
Medicare, healthcare, or health plan experience
Strong ability to build and articulate service blueprints and process flows
Strong facilitation skills; Collaborate cross-functionally to co-create and iterate designs based on feedback
Comfort assessing the current state and defining a clear improvement path
Proficiency in design thinking methodologies, including the Double Diamond framework
Proven success leading programs from discovery to delivery
Proficiency in qualitative research methods, including ethnographic interviewing.
Preferred Qualities Formal training in UX, Service Design, or Design Thinking Familiarity with Mural and PowerPoint for visual communication Experience working directly with brokers, sales teams, and service operations
Role Purpose This consultant will explore current brokerage experience, identify operational gaps, and experience pain points, and deliver strategic recommendations. Work includes research (both qualitative and quantitative), competitor review, discovery facilitation, and alignment with key stakeholders.
Time & Responsibility Breakdown 50%
Research & Facilitation Meetings Lead research into the broker and sales experience Facilitate interviews with brokers, sales, and call center teams Facilitate sessions to identify gaps and unmet needs Document findings and refine discovery as insights evolve Conduct competitor analysis and benchmark against industry standards
25%
Data Deep Dive & Analytics Collaboration Partner with analytics teams to review: Call center data Broker feedback Sales and performance metrics Quantitative and qualitative trends Identify the largest gaps and opportunity areas Synthesize data into clear, actionable insights
10%
Regular Check-Ins with Fallon & Core Team Weekly alignment on progress, insights, and shifting priorities Share learnings and refine workstreams
15%
Facilitation of Review Sessions & Findings Discussions Lead sessions with cross-functional teams to walk through findings Identify process gaps, technology challenges, and experience breakdowns Facilitate discussions that surface opportunities and next steps Support prioritization of enhancements and improvement roadmap creation
Preferred Qualities Formal training in UX, Service Design, or Design Thinking Familiarity with Mural and PowerPoint for visual communication Experience working directly with brokers, sales teams, and service operations
Role Purpose This consultant will explore current brokerage experience, identify operational gaps, and experience pain points, and deliver strategic recommendations. Work includes research (both qualitative and quantitative), competitor review, discovery facilitation, and alignment with key stakeholders.
Time & Responsibility Breakdown 50%
Research & Facilitation Meetings Lead research into the broker and sales experience Facilitate interviews with brokers, sales, and call center teams Facilitate sessions to identify gaps and unmet needs Document findings and refine discovery as insights evolve Conduct competitor analysis and benchmark against industry standards
25%
Data Deep Dive & Analytics Collaboration Partner with analytics teams to review: Call center data Broker feedback Sales and performance metrics Quantitative and qualitative trends Identify the largest gaps and opportunity areas Synthesize data into clear, actionable insights
10%
Regular Check-Ins with Fallon & Core Team Weekly alignment on progress, insights, and shifting priorities Share learnings and refine workstreams
15%
Facilitation of Review Sessions & Findings Discussions Lead sessions with cross-functional teams to walk through findings Identify process gaps, technology challenges, and experience breakdowns Facilitate discussions that surface opportunities and next steps Support prioritization of enhancements and improvement roadmap creation